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Home > RingCX > Agents

Agents

Overview

Intro to the agent interface

Signing in to the agent interface and setting up your session

Navigating the RingCX agent interface

Changing your agent state

Intro to call controls

Intro to incoming calls for agents

Intro to scripts in the agent interface

Intro to My messages

Intro to outbound dialing for agents

Intro to the active messages tab for RingCX in the RingCentral app

Intro to manual outbound dialing in RingCX

Using All messages mode

Using search queries in RingCX

Calls

Taking an incoming call in RingCX

Taking notes as an agent

Transferring a call

Dispositioning a call

Accessing and performing a callback in the agent interface

Requeueing a call

Scheduling a callback in the agent interface

Making a manual outbound call

Making an outbound call with the predictive dialer

Making an outbound call with the preview dialer

Calling an expert on RingEX in the agent interface

Reporting a call quality issue

Digital interactions

Intro to agent chat messages

Managing your chats (messages)

Configuring and managing agent states in your RingCX account

Accepting or declining a pending Chat (Messages)

Recording and sending voice messages in digital channels

Stats

Intro to agent stats

Understanding chat (messaging) stats

Understanding daily stats

Understanding inbound stats

Understanding outbound stats

Scripts and notes

Using an agent script

Using the knowledge base in a script

Turning on AI-generated summaries and transcripts

Legal

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